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Automatic messages to clients

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Translated from the Italian guide. Narciso itself is in Italian, so the names of buttons, menus and fields are shown exactly as they appear on screen, with a translation in brackets where it helps.

Besides the assistant's replies (The chat assistant), Narciso sends clients some automatic messages. They go out from the salon's channels, as if the salon had written them, and appear in the client's chat.

Contents
  1. Which messages go out
  2. On which channel it arrives
  3. The reminder one hour before
  4. The receipt of the Documento Commerciale
  5. What does NOT exist
  6. What to do if
  7. Related entries

Which messages go out#

Message When To whom Switch
Appointment reminder One hour before Clients with consent to commercial communications None: always on
Receipt of the Documento Commerciale Right after a sale, if the transmission to the Agenzia delle Entrate (Revenue Agency) succeeds The client linked to the sale None
Booking summary Right after a booking made in chat The client who booked Prenotazione intelligente
Free-slot notice When a service they were on the waiting list for becomes bookable again The client on the list None (Prenotazione intelligente)
Review request After the visit, every hour Clients with commercial consent Gestione recensioni (Review management)
Birthday greetings At 08:00 Whoever has a birthday Gestione compleanni (Birthday, name-day and holiday greetings)
Name-day and holiday greetings At 08:05 Whoever is celebrating; for holidays, clients with commercial consent Gestione festività
Payment link When the staff generate it from the cash desk The chosen client None (Taking payment)

On which channel it arrives#

For the messages generated by the program (reminder, receipt, review, greetings, free-slot notice) Narciso chooses the channel of the event's location (the location of the sale, the appointment or the client) in this order:

  1. The last channel on which the client exchanged messages with that location: WhatsApp (Personale or Aziendale), Instagram, Facebook, Telegram or an already open mail conversation.
  2. If there is no conversation: WhatsApp Personale with the client's WhatsApp number (or, if missing, the one for calls), only if the salon has linked the phone for that location and it is active. In this case a new conversation is created.
  3. Otherwise the email on the client record, from the email (or PEC) mailbox linked to that location. Without a mailbox linked to the location, the email does not go out.
  4. Otherwise the message does not go out.

The message and its attachment (for example the receipt PDF) arrive as a normal message in chats, as an attachment in emails.

The reminder one hour before#

A check every minute looks for appointments that are In attesa (Pending) or Confermati (Confirmed) and start within an hour, for clients with consent to commercial communications. The client receives:

Ciao Nome! Ti ricordiamo il tuo appuntamento di oggi alle 15:45 da Salone. • Servizio 1 • Servizio 2 A tra poco!

(Hi Name! We remind you of your appointment today at 15:45 at Salon. • Service 1 • Service 2 See you soon!)

  • It applies to all the appointments of those clients, including those entered by the staff.
  • It goes out only once per appointment and time. If the appointment is moved, the reminder starts again for the new time.
  • If the appointment was made less than an hour before it starts, no reminder goes out.
  • Consent is given or withdrawn from the client's record, in the Marketing & Promozioni box (Clients). Someone registered by the assistant in chat does not have it by default (How the assistant recognises or registers a client): it has to be added by hand.
  • It is not an SMS.

The receipt of the Documento Commerciale#

At the end of a sale with a linked client, if the transmission of the document to the Agenzia delle Entrate succeeds, the client receives this message with the PDF attached:

Grazie per il tuo acquisto! Il Documento Commerciale di €25.00 è stato trasmesso all'Agenzia delle Entrate (n. 123). In allegato la ricevuta.

(Thank you for your purchase! The Documento Commerciale for €25.00 has been transmitted to the Agenzia delle Entrate (no. 123). The receipt is attached.)

The amount is the total already net of the discount. For emails the subject is «Documento Commerciale #123». If the transmission fails, or the sale has no client, nothing goes out; and an error in sending does not cancel the sale (Taking payment).

What does NOT exist#

  • No «the day before» reminder, nor messages such as «we are expecting you tomorrow».
  • No confirmation when the appointment is entered or moved by the staff, nor a notice to the client if it is moved or cancelled from the Calendario (Calendar). If needed, write by hand from the chat.
  • No thank-you message after the visit (apart from the review request).
  • No marketing SMS: the only SMS messages are the client recognition code (How the assistant recognises or registers a client) and the security code for staff login.
  • No automatic notice for low stock or for inactive clients.

What to do if#

Situation What happens What to do
The client says they did not receive the reminder Commercial consent missing; no reachable channel; the appointment was made less than an hour before Check the consent on the record; otherwise write yourself
The client did not receive the receipt Sale without a client; transmission to the Agenzia failed; no reachable channel Send the receipt again by hand
A message went out from a «strange» channel The client wrote last on that channel Look at the client's chat
The email does not go out The location has no linked email mailbox Link a mailbox to the location (Email)
A client does not want automatic messages There is no exclusion for a single client Remove commercial consent from the record (it stops reminders, reviews and holidays; birthday and name day do not stop)

Related entries#

Bot and automations